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Job Summary
Responsibilities:- Social Media Communication and Customer Engagement:
Demonstrate competence, up-to-date knowledge, and understanding of job-related social media and online reputation management. - Engage with customers in a professional, meaningful manner to avoid escalations and ensure timely responses to issues and concerns raised by stakeholders.
- Combine team inputs, operational knowledge, and departmental guidelines to ensure the best possible response to resolve reputational issues.
- Align digital responses with the Customer Care Policy to ensure consistent practices.
- Maintain levels of social service as required by organizational standards.
- Understand, analyse, and interpret reputational risks for the retailer on social media and make sound decisions to mitigate such risks.
- Monitor Online Reputation Management (ORM) tools on a continuous basis.
- Identify threats and opportunities in user generated content and report back to line and senior management.
- Identify and execute opportunities to generate positive customer feedback.
- Adhere to reputational risk control measures within the business.
- Liaise with internal departments and operations to facilitate swift resolution of customer complaints.
- Liaise with operational and other stakeholders to gather information about issues on the company’s social pages and discuss with management.
- Clearly communicate complex issues to senior management to gather information to efficiently and effectively handle such matters.
- Certificate/Diploma/Degree in Social Media/Journalism/Communications/Marketing
- 4 - 6 years Social Media Customer Service experience
- 2 - 3 years of Customer Relations/Complaint Handling experience
- 4 - 6 years Job-related Social Media Knowledge (Blogging, Facebook, Twitter)
- 2 - 3 years of Customer Service Knowledge
- 2 - 3 years job-related Reputation Management Knowledge
- Applicants must be willing and able to work shifts which includes Saturdays, Sundays and Public Holidays until 09:00 pm
Manpower Group
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